Toys R Us Customer Service Complaints - page 2

I bought $20 worth of goods,paying with my debit card,which was instantly taken from my account. When I returned the item the next day, unopened with receipt,also showing ID upon request I was told it will take 3 to 5 days for the $ to be returned. Total BS in my opinion. Why the ID request and then be told 3 to 5 days? Won't ever buy from them again

I just made some returns yesterday. 11 items. 8 if then I had the receipt, which I used a GIFT CARD to make purchase. 3 items I didn't have the receipt. She put it ALL on a merchandise credit. I went to use online today, can't use merchandise credit online. So I was pissed. If anything the 8 items should have went back to my gift card, which I still have because still has money on it. I called, manager told me that it goes back to original method of payment. Ok, then should have went back on my gift card. She said no, that it would go on merchandise, that's the policy. I told her that's ridiculous, where does it say that. She put me on hold, came back and offered me to come in and they would fix it.

If this is really the policy no wonder they are going under. Terrible policy. They should follow Targets policy. Thankfully I will get this fixed. Still and inconvenience, considering I have a 7 week old baby.

I purchased a gift for my niece and it did not arrive. It was shipped FedX. I called FedX and they had no record of the tracking number an advised me to contact Toys R Us. I was on hold for over and hour. The person I spoke with was very nice, asked me to give the package till the next day and if not delivered called back and another would be expedited. The package is nowhere. Called TRU again, on hold 58min and then I got a recording saying my call had ended??? Called back and opted for them to call me. 38min later I get a call, but there is no one on the other end???? SO I call back and stay on the line, 54min later I spoke with a Gentleman who told me my package was schedule for deliver in one day but latest 7 days??? I asked him, "where did you pull this from your xxxxx because FedX can't even find it. He asked me to hold then came back and said OMG this was from the 22nd. I said yes that's what I told you. He said OK I will over night another one. When I saw no confirmation of shipping even starting I call back and must have gotten the nastiest employee TRU employs. She screamed at me that the other 2 people had no right telling me that without getting a manager to OK it, then when I aske to speak with a manager she said WHAT FOR? I said because I asked too!!! She HUNG UP ON ME NEVER AGAIN WILL I SHOP AT TRU in store or online.........

Returned an unopened item which was purchased on my visa debit card. They never asked for my ID when I made the purchase. When I just now went back to return it the person who did the return asked for my ID and I let her know neither the receipt or the website specifically asks for this. She got lippy about it and copped an attitude about this. Well toys r us you're never getting another freaking dime from me cos you stored my info in your system and if you get hacked which you will my info is now up for grabs.

I came to this site to check out the published return policy,and found several complaints about the subject about which I was concerned. When I went into a store earlier today to return some stocking stuffers I had changed my mind on using. I presented the unopened items with my receipt and the credit card I used for the purchase I was asked to present my ID. I thought the cashier was asking to match against my credit card, but she began entering my information into her computer without asking. When I asked her to stop she said it was store policy for returns. I said I did not authorize that, and asked her to stop. She then said she would not be able to perform the return. I eventually complained enough to a manager that she waived the entry and approved the return. Unbelieveably, just before my transanction another customer walked up to the counter stating that she had forgotten her receipt when she was in the store the other day. For which the lady behind the counter reached into a drawer and gave her the receipt WITHOUT ASKING FOR ANY IDENTIFICATION OR EVEN WRITING DOWN HER NAME! So, the reason I was given that collecting my information was for loss prevention reasons seems absurd after that.

The Retail Equation seems like a scam to me, and Toys R Us has fallen for it at the risk of alienating once loyal customers. TRE's website says that only about 1% of returns are fraudulent. I hope Toy R Us's investment in TRE and the loss of customer's who prefer to control their personal information is worth that 1%. I have always preferred using a real store to online, but I am starting to rethink that.

My wife and I purchased a Hazelwood swing set a couple weeks ago at your store . Our son is 17-months-old and we were very excited to get him into this play set. We began to set it up and ran into a road block when we were missing the "S" group. So we read further into the instructions and realized this project was going to take a lot longer than we thought and there was some drilling and we didn't want to mess it up. So we tried contacting the delivery and assembly service on your brochure. We never received a call back. In the mean time we had ordered the "S" group parts. They had arrived and we ended up hiring a handyman. He got to the the "S" group and saw we were still missing many parts. Instead of waiting for 3-5 days for the parts to maybe come in full we had him go to Home Depot and purchase what we needed this ended up costing us $70. This handyman was $45 an hour so we ended up paying a little over $500 to have it setup. We really wish the assembly people called because that was $400. My wife and I have grown up with Toy R Us and we want our son too but this whole experience has really put a damper on that. The service at the store was fine but the missing parts and none response on the assembly was very frustrating.

So I placed an order on toysrus.com, Being that they are a major national retailer you'd think something like this couldn't happen.

Basically their system made an error on the shipping address and now they can't cancel the order or correct the shipping address. I called them a few hours after the order was placed, an order that has yet to ship out and the charge is still pending, and they cannot update a simple shipping address. They wont even cancel the order and give my money back. No one I know lives at the address that this package is going to. These toys were for a toy drive at work and now their site screws up and I'm out my money and the toys.

What kind of company can't correct a shipping address or cancel an order?! Is that even legal? If you look at toysrus.com reviews they are getting blasted by consumers everywhere. This is a major problem. People left and right are getting screwed over. They deserve the bankruptcy they are going through.

I want someone to respond to my complaint on sunday

I went to Sunnyvale store to buy a birthday gift. I purchased two items and had asked about the price before buying it. They quoted me price x and charged x+20 bucks and on realizing this stuff I went to return the item within 3 hrs of purchase.
On return they asked for my ID and provided them the ID. They started storing my ID no and then I asked why are you storing my ID ? They said it is there return policy. Storing ID is return policy without informing the customer. Shame on you Toyrus. I tried to explain them that being a software engineer it is not a good idea to store identity. One of the store staff responded "I am also software engineer". No more toys from "Toyrus" and would try not to accept toys from toyrus.

Shame on you ToysRUs! In today's day and age with fraud and identity theft, if you are going to scan my ID---you should tell me first and get my permission....My license-which i believe is level 2 PII....is not something I give up easily to be stored on servers in today's world. In addition, you also have my phone number, address and email address because I am a rewards member. Secondly, I shouldn't have to give you my license for an even exchange of a defective toy that I purchased less than 48 hours ago and had a receipt for, the rewards card and the credit card I purchased it with for $19.99 at the same store. I have spent thousands of dollars at your store and will no longer be treated like a criminal by a store that fails to recognize the value of my dollar or my voice. Amazon and Target recognize that I'm a good customer who rarely returns anything, always has a receipt and spends thousands of dollars annually. You won't see a dime more of my money. you've taken your policies too far and now you're going to lose a good customer....

Today I came to return some rollerblades that my son got for his birthday he used them once, they didn't fit correctly and they were the kind of rollerblades that are only on the back of your feet I was hoping to get store credit since I didn't have a receipt. She said I can only do an even exchange. Except that does no go because they didn't work well hence the reason for return. So apparently unless you buy the warranty you can't do anything about it. I can almost guarantee you Walmart would have returned them for me. No wonder people shop else where.

I bought baby items and asked if they gave full refunds incase I had to return them The cashier asked a manager and she said no only a store credit Yet, this site reads something totally different I'm guessing it was the color of my skin and this was in the Aramingo Ave ToysRus so that figures smh The return policy should be on receipts anyway I'm surprised at this company but not at the associates

Horrible. I had made an order and wanted to cancel it 10 minutes later at night. I went to my order status and it appeared that I had no previous orders and as much as I looked and clicked on the link provided to me I couldn't get anywhere. I called and waited 20 minutes and told that I wasnt going to be charged until the item had shipped which wasn't possible since my rder was placed after 9pm. But guess what I was charged

If you want an ID with a return you should print it on your receipts. I returned 2 items totaling $11. I needed an ID. I don't carry an ID with me and I had been on my feet for 8 hours. The items had not been opened. They were sealed. For them to make a 62 year old women go get an ID for 2 isealed items totaling $11 is stupid. I will be purchasing all my future toys at Walmart or Amazon. Also they had no right to scan my license without my permission.

Don't make too many returns or you will be warned and then banned by a third party named The Retail Equation from making returns for one year. Even if you have the original receipt. EVEN IF YOU RECEIVE DEFECTIVE MERCHANDISE.

Your only option will be to request your return history via email so you can be given instructions to file a dispute by SENDING THEM A LETTER IN THE MAIL. At that point the third party that banned you in the first place will be the one to represent you in the dispute with Toys R Us.

The system in place to monitor returns does not take into account the amount of items you purchase and keep.

I got free shipping when I placed my order. However, the wrong color was shipped to me and now it is costing me $7.95 to return the bottles that were sent to me by no fault of mine. Since it was your error, I shouldn't have been charged the return fee. I don't plan to order on line in the future.

Very disappointed. I bought a item for 59.99$ and got the insurance on it incase anything happened since it was going to my 8 year old. I ended up needing to use it and I thought good thing I got the insurance. Well come to find out after paying the 35$ for insurance that they do not replace or fix the product that came broken in box instead they offered me my 59.99$ that I paid for it !! I would of never got the insurance if I knew this was the case. Waste of time. I bought this product cause my daughter wanted one and didn't even get to play with it and all I'm getting is my 59.99$ back. I rather the product be fixed then my money back. So in all I paid 95$ for a 60$ toy but guaranteed my 60$ back. Worst insurance.

I placed an order online and was supposed to get an email when it was ready for pickup. I was told it would be ready the next day. I called the day following when it was supposed to be ready and was told that the order was cancelled because they didn't carry it in the store. I asked when I was going to be notified and they said someone should have sent me an email. No one did. I will not shop here again. They clearly do not care about their customers experiences and customer service is non-existent. No, thank you ToyR Us.

Have been trying reach a store for several hours with a question about price matching. Can't get anyone to answer phone. Tried calling corporate office but couldn't get through to anyone. I realize it's the christmas holidays but what has happen to custome service. Customer Service 800 number couldn't answer my question which can I bring in receipt from Walmart will they match that and I was told I had to bring in a ad. Same # on receipt for item as Toys r Us. Need answer by today!!!!!! Since price match has to be within 7 days.

We were checking out and took 2 sweaters for the clerk to see they were discounted, I specifically told her I wanted the small 2T only but instead she charged both, I didn't think to ask until I saw her putting them both in the bag. By then I had already paid with a $50 gift card and $17.03 cash. She then says sorry I can't do anything because I already charged it, customer service can give you a return. After waiting another 30 minutes in customer service, my husband was asked for his ID, he was carrying his expired Driver's license and forgot the new one at home, when the rep saw this she simply stated "since you don't have a valid ID we will only give you store credit" I then stated that the mistake to charge us for the 5T sweater was done by cashier not us and if we paid cash why does it matter if his DL was expired, my husband was not even given an option to present another form of valid ID which he did have, they did nothe help us one bit and just rudely kept repeating, "you gave us an invalid ID at first and now we can only give you store credit,since you paid the mayority in gift card this is what you will receive, do you want it or are you keeping the sweater?" Eventhough they were there while we were checking out and saw the cashier apologize to us multiple times after realizing she was at fault. We didn't even get upset and still waited 30 minutes patiently with a fussy 2 year old at almost 10 pm just to be treated rudely. I was never showed any return policy where it states anything close to what they all said and I clearly saw on their website that you get the refund in the form it was originally paid. In the receipt you clearly see that the larger sweater was the last item charged and that cash was the second form of payment.
Horrible service!

I purchased a Xbox w/Minecraft Bundle on 12/3/16 for $299.99
Today I was contacted by a friend that Game Stop has the same bundle for $229.00 .
I called the store which is pretty far from my home there isn't any store closer to me and was told you only honor a price match within a week from the purchase my only recourse was to come into the store and return it and repurchase it
Number 1 Does the company value my business
Number 2 Why should I have to drive in a weather situation that is inconvenient at 65 years old to do something that could be done by phone.
I feel like this is not valuing me as a valued card holder

I was billed for the correct items I ordered, but was shipped the wrong product.

I called a toys R us store in Tucson Arizona three times and got no answer from anybody'¦ And then you wonder why people shop on Amazon .!!!

I shop this Toys r us store often .. today was the absolute worst experience ever .store #9263 in Madison Heights Mi .. i got in checkout line at 10:23& 8 people were in front of me .inly 1 register open. I walked over to a lady & asked her to get someone to open another register.. they asked some young man to open .. he said I can't right now & walked away .. as a former Manager in retail I know this isn't acceptable although no manager was to be found .. I am beyond irritated with the poor service & I R really hope someone contacts me because I will never shop at that store again .. thanks for taking the time to read this .. as I tried to call customer service & get no one .. Alison Kiely!!!

Worst customer service I have ever dealt with. Don't order from them if a mistake happens its not resolved and customer service has no service skills to even deal with the situation. No empathy and nothing gets resovled.